Supporting remote or travelling workers has become an increasingly high priority for many IT departments. The remote workforce that was once thought of as "merely a trend" has now become the norm. 

VI Service Desk fulfills the need to provide consistent, centralized service and support. Tickets are prioritized, assigned to the proper resources and escalated to the next support tier when necessary. Robust Ad-hoc reporting helps IT track trends and justify change. 

Watch this webinar to get an overview of Numara's Track It! software solution and free trial download that offers everything needed to manage your Help Desk and IT assets while enabling your organization to cost-effectively employ industry best practices. 

Leading companies are placing more emphasis on inbound marketing and intelligent customer interactions as the means for building powerful customer relationships that boost profitable growth. 

Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9. 

This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%. 

Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger business continuity, and more. 

Thanks to VMware, North Shore Medical Center provides better support for physicians and healthcare professionals while improving data center management with Advanced Micro Devices processor-based solutions. 

A recent global study from Cranfield School of Management found organizations are too internally focused and did not use sufficient external information or benchmarking. A better understanding of management processes is needed. That is why we introduced our view on the management process: strategy-to-success. Read this whitepaper to learn more. 

View this Webcast to explore the challenges in designing a workable change management process, defining approval workflows and to hear examples of creating audit trails for Sarbanes-Oxley compliance with respect to IT changes. 

Remote support technology is a very popular service and support automation tool for high-tech companies. Freeware and shareware options are available, but come with their own risks. Leveraging a best-of-breed product can improve operational efficiency and customer satisfaction. Read on to learn what to look for in a remote support platform. 

In this Handbook, you'll learn how Mobile User Management has emerged as the most effective application of ITSM leveraging ITIL to support mobile user connectivity and mobile application access.